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Dan Dunn 63 Stowecroft Road · Arlington, MA 02474 617.710.4081 · dunster@dandunn.org Goal: My goal is to utilize my technical and interpersonal skills to build and lead an effective and efficient customer support team for a small, rapidly growing and changing company. My broad skills in technical areas, customer management, and managing growth make me a unique asset in helping a company build and grow. Skills: Troubleshooting experience with: Microsoft’s W2K, W2K3, SQL, IIS, and MSDE; Oracle databases; TCP/IP, SMTP, and HTTP. Knowledgeable user of XP, Linux, and Macintosh, and a variety of software packages. I’m familiar with several programming/scripting languages including Java, C++, XML, and XSL transforms. Experience IMlogic/Symantec June 2004-present Senior Client Services Engineer ·
• Provide support to IMlogic customers. Support role focused on resolving escalated issues. Managed high-profile customers, ensuring satisfaction through difficult implementations. ·
• Support team management, including hiring, review, group performance tracking, training, and mentoring.
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• Performing professional services remotely and onsite, including architectural planning, installations, upgrades, and troubleshooting. ·
• Responsible for special projects including creation of proof-of-concept systems for high-profile prospects and managing conversions from competitors’ installations. EMC/Documentum/eRoom Collaboration Division Cambridge, MA July 2002-June 2004 Senior Technical Support Consultant ·
Providing third-tier technical support for eRoom server administrators. Issues commonly involve IIS, MS SQL Server, email configuration, browser plug-in support, data restoration, and upgrade advice. ·
Supporting the first integrations of eRoom Server and Documentum's Content Server.
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Responsible for training North American, European, and AsiaPac first-tier engineers. ·
Coordinating cross-departmental projects including documentation, quality assurance, development, support, and product marketing. Abuzz Feb. 1999- Dec. 2000 Director
of Member Service Cambridge, MA I changed roles as
the company was bought by The New York Times and grew from 25 to 70
people. Technical Support: ·
Responsible for technical implementation and support
of a software product
(Beehive) being installed in large companies and consultancies. ·
Maintained
client relationships, learned client infrastructure and procedures, installed
Beehive for clients, and supported its users.
·
Identified
and documented bugs. Proposed and
defined new features. Helped to
prioritize bugs, features, and release dates. ·
Did
troubleshooting for Beehive’s various protocols, including MS IIS webserver,
POP, and CORBA. Member Service: ·
Staffed,
trained, and managed the department as it grew
Research: ·
Implemented
a procedure for data capture and analysis of member activities ·
Researched
performance models, revenue models, and user segmentation. Wrote SQL queries
against Oracle database. ·
Defined
several previously unexplored user segments in the market. Designed and wrote
usage reports for the design, product, community, and management teams. ·
Improved
our conversion rate, banner click-thru, retention rate, and other key metrics
through analysis of member activities Project/Operations Management:
·
Coordinated
equipment purchase, installation, setup, and testing of Abuzz’s web application
designed to handle 2 million users; negotiated a web-hosting contract. ·
Handled all
site operations during launch of http://www.abuzz.com PlanetAll.com Aug.1998-Feb. 1999 Customer
Service Representative Cambridge, MA ·
Responsible
for answering all customer questions and problems ·
Assisted
project management with decision making on feature implementation ·
Communicated
customer needs to product team Alpha
Delta Phi International Fraternity May
1995-May 1997 Chapter Service Consultant As the only paid
employee, I worked independently to advise 30 chapters in the United States and
Canada. Typically this involved
maintaining a relationship with the university and its representatives,
assisting in chapter budgeting and treasury activities, training and advising
chapter officers, and advising alumni leadership. I also organized annual conventions and bi-annual regional
conferences, and assisted in fundraising, including managing the annual
phonathon. Education Massachusetts
Institute of Technology Cambridge, MA Bachelor of
Science in Mechanical Engineering Other
activities: Biking, motorcycling, computer games, and darts. Involved in local government, serving as an
elected Town Meeting Member and member of Electrical Power Municipalization
Study committee. |